Purpose – This study aims to investigate the consumer’s perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers’ perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being. Design/methodology/approach – To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers. Findings – Service sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer’s mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport. Originality/value – The paper proposes a conceptual framework to describe the consumer perspective of the services’ transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).

Ungaro, V., Di Pietro, L., Renzi, M.F., Guglielmetti Mugion, R., Pasca, M.G. (2021). Transformative service research: a conceptual framework based on consumer's perspective. INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, ahead-of-print(ahead-of-print) [10.1108/IJRDM-04-2021-0163].

Transformative service research: a conceptual framework based on consumer's perspective

Ungaro, Veronica
;
Di Pietro, Laura;Renzi, Maria Francesca;Guglielmetti Mugion, Roberta;Pasca, Maria Giovina
2021

Abstract

Purpose – This study aims to investigate the consumer’s perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers’ perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being. Design/methodology/approach – To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers. Findings – Service sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer’s mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport. Originality/value – The paper proposes a conceptual framework to describe the consumer perspective of the services’ transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).
Ungaro, V., Di Pietro, L., Renzi, M.F., Guglielmetti Mugion, R., Pasca, M.G. (2021). Transformative service research: a conceptual framework based on consumer's perspective. INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, ahead-of-print(ahead-of-print) [10.1108/IJRDM-04-2021-0163].
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11590/391985
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